This has been the worst customer service experience I’ve ever had. I purchased a pair of glasses and had expensive lenses (worth €500) fitted. Shortly after, the arm of the glasses broke due to a manufacturing defect. Despite admitting the defect, Farfetch refused to reimburse me. They demanded that I return the glasses, even though I explained that I had spent €500 on custom lenses. The representative told me I wouldn’t get a refund unless I returned the glasses and that my issue didn’t matter because it was 'against their policy.' I am now facing a €900 loss (€500 for the lenses + €400 for the glasses). Their service is absolutely unacceptable.